What are the responsibilities and job description for the Customer Relationship Center Contact Representative II position at Hyster-Yale Group?
Job Title
Customer Relationship Center Contact Representative II
Job Category
Business Support Services
Job Description
What starts with YOU, moves the world!
Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Customer Relationship Center Contact Representative II based at our Greenville, NC location.
What you will do:
- Provide dedicated support to dealers and customers, focusing on Major Accounts and Fleet Management programs.
- Serve as the subject matter expert (SME) for Fleet Service and Major Accounts platforms, handling high-priority clients and managing escalations from the CRC Rep I team.
- Collaborate with dealers, the HYMH Sales & Service teams, and internal departments to ensure seamless product rollout and service delivery.
- Track and maintain service repair statuses, monitor compliance with performance metrics, and escalate any issues to Fleet management.
- Manage Planned Maintenance scheduling, ensuring timely execution to minimize downtime and reactive repairs.
- Assist with processing dealer invoices during peak volumes and ensure compliance with Fleet and Warranty policy guidelines.
Who you are:
- Problem solver who thrives in fast-paced environments and enjoys handling escalations.
- Strong communicator with a knack for building relationships and collaborating across teams.
- Detail-oriented and highly organized with a proactive approach to managing tasks and meeting deadlines.
- Customer-focused with a passion for delivering excellent service and ensuring customer satisfaction.
What you will need:
- Bachelor’s degree in a business-related field preferred
- Associate’s degree with 5 years of experience
- 7-10 years of experience in lieu of a degree
- 2-3 years of customer contact experience in a customer-facing sales or service support role
Skills, Experience & Abilities
- In-depth knowledge of forklift truck operations and industry standards.
- Excellent customer service and communication skills.
- Strong ability to collaborate in a team environment and across diverse business functions.
- Advanced proficiency in Excel, SQL queries, and Power BI.
Who we are:
Hyster-Yale Materials Handling, Inc, designs, engineers, manufactures, markets, and services a complete range of application-tailored lift trucks, attachments and fuel cell solutions that are transforming the way the world moves materials. As a global leader in the Materials Handling industry, Hyster-Yale Materials Handling, Inc, have been building relationships with our customers, suppliers, dealers, and employees for over 90 years.
What we offer:
Hyster-Yale Materials Handling, Inc, offers competitive pay, tuition reimbursement, supportive work environment, hybrid work option, and opportunities for growth and development. A full benefits package: paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k).
#LI-ARD
#LI-ONSITE
Job Type
Permanent
Time Type
Full time
Work Hours
Travel Required
None
Primary Location
HY US Greenville, NC (Headquarters)
Address
1400 Sullivan Drive
Zip Code
27834
Field-Based
No
Relocation Assistance Available
No
We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing.
EOE/Minorities/Females/Veterans/Disabled
